IT SUPPORT SPECIALIST

Johnson Pope Bokor Ruppel & Burns, LLP is seeking an experienced full-time IT Support Specialist. We are seeking a pro-active, technology-focused, customer service-oriented professional to support our law firm.

Position Overview

The IT Support Specialist provides day-to-day technology support to attorneys and staff, ensuring firm systems operate efficiently and issues are resolved promptly. This role requires a proactive, customer service–oriented professional who takes ownership of support requests, maintains a calm and professional approach when assisting users, and effectively manages troubleshooting and escalation when necessary. As a reliable in-office resource, the specialist helps keep the firm’s technology running smoothly while supporting the daily operational needs of the legal team.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for all IT support requests (in-person and remote)
• Own and manage Tier 1 support tickets from intake through resolution
• Troubleshoot and resolve a broad range of Tier 2 issues, including:
  • Hardware and workstation setup/support
  • Microsoft 365, Outlook, and Office applications
  • User account management and permissions
  • Basic network and connectivity issues
• Provide white-glove support to attorneys and staff in a fast-paced environment
• Triage and escalate more complex issues appropriately to senior IT resources
• Assist with onboarding/offboarding of employees, including device setup and access provisioning
• Maintain accurate documentation of issues, resolutions, and internal processes
• Identify recurring issues and recommend process or system improvements
• Support conference room technology and day-to-day office IT needs

Essential Knowledge, Skills, and Abilities:

• 5+ years of hands-on IT support experience in a professional environment (law firm or similar preferred)
• Strong troubleshooting skills across hardware, software, and user issues
• Experience supporting Microsoft 365, Windows environments, and common business applications
• Excellent communication skills and a service-oriented mindset
• Ability to manage multiple priorities and respond quickly to user needs
• Strong organizational skills and attention to detail
• Proven reliability and consistency in prior roles.

Educational/Job Experience Requirements:

• Associate’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of education and relevant work experience.
• Minimum of four (4) years of experience providing desktop and application support within a Microsoft Windows enterprise environment.
• Prior experience supporting users in a law firm or other professional services environment strongly preferred.
• Familiarity with legal technology, including document management systems and common legal software applications.
• Working knowledge of basic networking concepts and infrastructure.
• Experience utilizing a structured helpdesk or ticketing system to manage and track support requests.

Office Location: Tampa, FL

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the Firm.

Equal Opportunity Employment:

Johnson Pope Bokor Ruppel & Burns, LLP is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment and do not discriminate on the basis of an applicant’s or employee’s race, color, religion, national origin, sex, gender identity/expression, sexual orientation, age, disability, veteran status, marital status, citizenship, ancestry, pregnancy, familial status, actual or perceived status as a victim of domestic violence, dating violence, or stalking, or any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws, including applicable laws in Florida. We also provide reasonable accommodations for qualified individuals with disabilities in compliance with the Americans with Disabilities Act (ADA).